Epic Help Desk

Wipro; Minneapolis (MN); On-site; USD 45,000 - 121,000; Full time

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off

Other leave options

Job summary

Wipro Minneapolis is seeking an experienced IT professional to resolve priority incident tickets and service requests, while contributing to incident analysis and service improvement initiatives.

You will triage, document root causes, monitor SLAs, and support change requests with rollback plans, ensuring timely, quality outcomes for multiple clients in a fast-paced environment.

Qualifications

• Minimum 3-5 years of desktop support or related IT experience.

Responsibilities

• Triaging and resolution of high-priority incident tickets (P2) and standard service requests within SLAs.
• Create logs of incidents, document observations and root causes to support mitigation.
• Resolve software/hardware/network service requests within agreed timelines and SLAs.
• Monitor SLA timelines across incident lifecycles and participate in service review meetings.
• Create and present change requests with rollback plans; implement approved changes.
• Analyze incidents to support root cause analysis and service improvement plans.
• Identify patterns to reduce repeat incidents and contribute to mitigation actions.

Job description

Job Description

Job Description

Role Purpose

The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.

Areas of Responsibility

• Triaging and resolution of tickets-"Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.


• Create log of incidents and Document observations and related root causes, to support in evaluation of mitigation measures. "


• Resolution of service Requests-Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.


• SLA Monitoring-Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.


• Change request execution-"Create change requests as per the priority of the incident tickets in adherence with the defined guidelines.


• Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes. "


• Incident Analysis-"Analyse nature of incidents to support root cause analysis and related service improvement plans.


• Contribute towards development of mitigation action to reduce repeat incidents, by identifying patterns of issues noted.

Mandatory Skills

Desktop Support .

Experience

3-5 Years

Compensation

The expected compensation for this role ranges from $45,000 to $121,000 .

Benefits

• a full range of medical and dental benefits options


• disability insurance


• paid time off (inclusive of sick leave)


• other paid and unpaid leave options

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Equal Opportunity

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

About Us

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.